Help with your iPhone app

Registration

You'll need to use the details from your bill, including your 10-digit account number that can be found at the top. If the details on your bill are incorrect then please contact us.

You'll need to register at least one account on the app. You can add other accounts later. The app currently supports electricity, gas and talk accounts.

Registering a mobile number is optional. If you're prompted that the number is already registered, please contact us and we'll resolve this.

Push notifications

If you allow us, we can send you message alerts, for example, when a payment is due. You can choose to turn notifications off but you'll have to keep checking the app for updates.

Managing your account

You can use the My Account section to update your email address, mobile number, access code and payment card details. If you've moved home, you'll need to contact us to update your address. Then you can delete the app from your device and re-install it using your new address.

Opting for an online account

With an online account, you can access and update your accounts at any time and may also qualify for a discount on your fuel bills. You can view the benefits via the link below. If you opt in, we'll email you a link to verify your email address. Follow the instructions to set up your account.

If you forget your access code

Click 'email my access code' in the app and we'll send a new access code to the email address you gave when you registered the app. If you no longer have access to this email address, contact us and we'll update it on your account and send you a new access code.

Making payments

If you prefer not to pay by Direct Debit, you can pay securely using your debit card at any time. We accept Visa, Mastercard, Maestro and Solo.

You can pay from £5 to £5,000 and if you pay more than is due on your account, we'll carry forward your credit.

Your payment will be approved within a few days and will show in the 'Payment history' page in the app as well on your next bill. The app will only show payments made via the app. You can view these and all other payments by accessing your online account, if you’re registered.

Meter readings

You can submit meter readings as often as you like via the app. If you give a reading through the app within seven days of receiving the 'payment due' alert, we'll update your bill and set an amended 'payment due' amount within four working days. If you give a reading any other time, we'll add it to your account as information only.

The app will only record and display meter readings submitted through the app.

Help with your device

You can run the app on all versions of iPhone, iPad and iPod Touch. Once you have registered an account and set up an access code on one device, you can use the same details when you install the app on any other device.

If you lose your device, simply download the app onto your replacement device and use the same access code.

Deleting the app

If you delete the app from your phone, nothing will happen to your account. If you want to download the app again then you'll need to re-register.